Exam 12: Services Marketing

Describe the three ways services can be classified.

The inventory carrying costs of airlines is high because they

Which of the following is considered a service?

Many commuters in New York install radio frequency identification (RFID)devices on their cars that can be read automatically as they approach a toll booth.This saves time,improves traffic flow,and means drivers don't need to keep exact change in their cars.It also offers New York authorities the opportunity to manage traffic flow by charging different toll amounts for different times of day,such as charging a higher toll for morning and afternoon rush hour periods.This pricing strategy is

Recent research suggests that employees affect the success of customer relationships through which of the following?

Figure 12-5 -According to Figure 12-5 above,which statement is most accurate?

What role do people play in the managing of services? In answering the question,discuss the concept of customer experience management (CEM).

To help consumers assess and compare services,marketers try to make them tangible or

Many restaurants ask consumers to evaluate their experience on a short questionnaire when they pay their bill.This assessment of consumer expectations compared with the actual visit is called a

Which of the following influences a consumer's expectations for a service not yet experienced?

Although many people love the self-service technology that allows Redbox to provide DVDs 24 hours a day,seven days a week,many people also want personal interaction and recommendations from other people.Redbox confronted this issue by creating "Redblog," where customers could share their opinions,feelings,and experiences.This is an example of managing the

A(n)________ is very important to the process aspect of services because it helps identify steps that will ultimately lead to better service creation and delivery processes.

Figure 12-4 -Consider Figure 12-4 above.Services can be classified by their method of delivery.Box A represents

How does the LA Galaxy use promotion (advertising,personal selling,public relations,sales promotion,direct marketing)in its marketing program.

Which of the following is the most important aspect conveyed by the American Express credit card and travel brand,which focuses on providing unique services and attentive service provision?

Lucia's is an eatery famous for its fine steaks,spicy chili,and outstanding customer service.To maintain the restaurant's reputation for putting its customers first,the marketing manager at Lucia's has developed marketing activities that are directed at its waiters and waitresses.These activities are an example of

Figure 12-5 -According to Figure 12-5 above,purchases labeled B would most likely be evaluated on ________ properties.

The four I's of services consist of

What do the U.S.Department of Agriculture,the Connecticut Department of Social Services,and the Phoenix Fire Department have in common?

Sarah has a toothache.She believes it may be due to her not having regular dental checkups in the past.She now wants to find a dentist,but does not have one that she has used in the past.Because dentistry has ________ properties,Sarah plans to ask her friends for a recommendation for a dentist they like to be sure that she finds a good one.